If a customer is having trouble logging in, please confirm they have downloaded the Street.co.uk app (and not Street Agent).

If a customer is struggling to access their account, they can use the forgot password function if needed. It's also worth checking if their account has been created by going to their person page on Street. If you see a 'create user account' button on the right hand side, it means they do not currently have a Street account and you should click this to create it and send them a welcome email.

If you see from their person page that they have an account created but can't find a login / welcome email, you have the option of resending the set password email (which contains a button to set a password) or sending a login link (which acts like a 'magic link' and contains a button that will log them straight into their account).

It is also possible that someone in your agency has changed the person's email in Street and this hasn't correctly updated in the consumer. For example, if their email was added with a typo their consumer account will have been created with that typo. In this case, you will need to contact Street Support via Live Chat with the customer's name and email address and we can help.

If they see the 'we recognise your email in the system but don't have anything to show based on properties associated with your account', this means their login details are correct but something isn't setup correctly on Street. This can include things like them not being a recorded owner or tenant of a property, so you should double check how their property is setup in your account. However this error also could also point to their account being setup incorrectly which you may need Street Support to help fix.